Jira Service Management News Atlassian High Velocity 2023

Jira Service Management News from Atlassian's High Velocity Event 2023

The Atlassian community recently met at the High Velocity event in Sydney. At the event, Atlassian leaders presented groundbreaking new features in Jira Service Management (JSM) and announced new collaborations. JSM customers gave insights into how they use the Atlassian platform in their business, underlining how Atlassian is revolutionizing service management. The overarching motto was: End bad service management.

In this article, we give you an overview of the most exciting news and new features in Jira Service Management.

The most important news & new features at a glance

New cooperation:

  • New cooperation with Airtrack enables comprehensive asset management in JSM

New features:

  • Integration of Compass in JSM combines dev and ops data for full transparency
  • Asset dashboard provides meaningful insights
  • Integration of DevSecOps tools helps to create transparency about security vulnerabilities
  • Integration of CI/CD tools supports seamless collaboration between Dev and Ops
  • Customer support template optimizes support processes
  • Single sign-on for customer accounts creates a seamless user experience
  • Service management templates make teams more autonomous and faster
  • Board View of tickets for optimized overview
  • Dark Mode for eye-friendly working
  • Virtual Agent answers questions with the help of artificial intelligence
  • Agent Co-Pilot creates summaries and optimizes communication

Further news:

  • New upper limit of 20,000 agents per instance on JSM
  • Increase in the upper limits of objects in the asset and configuration database to 3 million
  • Expansion of regional export for data residency: newest region in Canada

Transparency through a "single source of truth"

Integration of Atlassian's Compass and JSM

Compass is one of the latest additions to the Atlassian family. This is a software catalog designed to assist developers in answering queries such as: How do I find a particular micro service? Who owns it? How do I get help if something goes wrong? How do I know if it meets security and compliance requirements?

At the same time, Compass serves as a monitoring tool that supports DevOps teams in monitoring software components and reacting quickly if something gets out of hand.

Atlassian Compass Dashboard
Compass supports development teams, which are often globally distributed and work independently of each other, in creating full visibility of a service and thus facilitating collaboration.

Thanks to the integration in JSM, the IT team, which handles the operational side of a service such as incident and change management, has a full overview of a service and its dependent components. If there is a problem with one of the service components, for example, IT can react and only roll out the change once the problem has been resolved.

Compass integration in Jira Service Management
JSM gives the IT operations team complete visibility of related services, whether all components are intact or whether development is working on a problem.

By combining Compass and JSM, developers and the IT team have a view of the same data source, but with the information that is important for their respective jobs. This solves the major challenge of updating data from traditional CMDBs (Configuration Management Database) and expands the view to the developer perspective.

Comparison of traditional CMDB and modern CMDB with Jira Service Management
Traditional CMDBs do not provide the complete picture that the IT operations team needs. It also implies a significant amount of work required to ensure that it remains current. Modern CMDBs bring Dev and Ops relevant information together in one platform, creating holistic transparency.

Comprehensive Asset Management with Airtrack and new Asset Dashboard

With the announcement that Airtrack is now part of the Atlassian family, JSM users can now operate comprehensive asset management. Airtrack supports companies in merging and analyzing different data sources and ensures that the data is correct, up-to-date and complete. It provides over 30 out-of-the-box connections, enables data reconciliation (e.g., helps identify missing dependencies between services; discovers unmanaged machines) and processes data beyond IT (e.g., managing security, compliance, billing, forecasting, etc.).

The asset data is stored in a new Asset Dashboard in JSM that provides meaningful insights and supports IT teams in their decision-making processes. Various reports can be created in the dashboard.

The extensive asset data is also available in Atlassian Analytics . This means that they can also be combined with data from other Atlassian tools and third-party tools. JSM thus brings development, infrastructure & operations and business teams together on one platform and creates transparency across the entire company.

Atlassian Analytics Dashboard with combined data from different sources
In Atlassian Analytics, additional data can be combined with the asset data: e.g. actual operating costs from the AWS Cloud, budget information from Snowflake in comparison with the assets from the JSM database. This gives you an overview of service, costs and performance in one place.

Breaking down silos for more relaxed collaboration

For Developers and IT Operations

Collaboration between developers and IT teams can be challenging. While developers want to quickly deliver new services and added value, the IT team makes sure that these do not pose any risks to operations. New integration options for developer tools in Jira Service Management are designed to eliminate these friction points and ensure seamless collaboration.

The Integration of DevSecOps-Tools in Jira makes it possible to manage risks better. It makes all security vulnerabilities visible within a sprint. Automation rules can also be created to automatically create tasks in Jira when a security vulnerability is identified. This ensures that all risks are addressed before the service is rolled out.

Through the Integration of common CI/CD tools development teams can create change requests without having to leave the tools they use on a daily basis. The change request is automatically created in JSM and can therefore be accessed directly by the IT team.

Ultimately, the result is an integrated process from development and risk assessment through to the approval and implementation of changes. High-risk services can be fed back to the development team in the CI/CD tool for checking before they are implemented in the production system.

With the new Release Hub in Jira they also have an overview of the status of their services, and automatic notifications inform them when a service has been rolled out.

Integrated process for DevOps with Jira Service Management
Jira Service Management integrates developer tools, creating a seamless system for Dev and Ops.

For Customer Support and Development teams

A new JSM template for customer support provides a convenient overview of all customer-relevant data and processes.

It also includes a feature that supports the seamless escalation process and improves collaboration between development teams and support teams. Support staff can escalate customer issues directly in JSM, and the tickets are created directly as bugs in Jira Software. This also allows developers to quickly see what impact the bug they are working on is having on customers. At the same time, the support team has a central overview of all escalated tickets.

For Customer Support and Customers

For seamless communication and ticket creation, customers can be provided with a single sign-on (SSO) solution. Jira Service Management now enables a connection to a separate SSO provider such as Microsoft Azure AD, Google Cloud Identity, etc.

Quick and easy set-up of various Service Desks

New service management templates for different areas of the company ensure that teams can quickly and easily create their own Service Desk. They contain preconfigured request forms and workflows that can be used directly.

The customization options for the service management templates have also been improved and simplified. Furthermore, users can choose from several best-practice templates or create their own forms.

This allows teams to act more autonomously and quickly without having to involve a system admin for setup and changes.

Jira Service Management templates for different Service Desk set-ups
Fast set-up and simple handling of the service management templates.

Working more progressively with Atlassian's Artificial Intelligence & Co.

New features for a more user-friendly application

Under this motto, JSM now offers a highly-requested function: The view of tickets in a Board View simplifies the overview and offers the usual drag-and-drop options.

New Board View for handling tickets in Jira Service Management
Improved ticket overview and intuitive editing options.

Another new feature is that, for example, night-time users working on support tickets can now also use JSM in Dark Mode for a more eye-friendly experience.

Integrated Artificial Intelligence (AI) simplifies daily tasks and increases work efficiency

With the vision of freeing employees from repetitive tasks and scaling Service Desks, the Virtual Agent is now available in JSM. The Virtual Agent is able to ask a logical follow-up question to an employee question in order to play out the answer for the employee as concretely as possible.

Virtual Agent in Jira Service Management
The Virtual Agent quickly provides the right answer with the help of a predefined sequence of follow-up questions.

The unique advantage of the Virtual Agent is that it is designed in such a way that anyone can set it up themselves. This is made possible by an easy-to-use no-code interface in which the employee can determine the path that a request goes through. This means that the agent can be set up within a few hours instead of spending days and weeks.

No-Code-Interface of the Virtual Agent for easy handling
The Virtual Agent can also be installed within a few hours via a no-code interface by
non-technical employees.

The features of the Agent Co-Pilot (powered by Atlassian Intelligence) has been rolled out. This is intended to improve service management quality in particular, which often suffers when different support employees take turns working on a ticket. The challenge for employees is to keep up to date with the latest information each time, which can be very time-consuming.

With just one click, the Agent Co-Pilot provides a short and concise summary of all processes that have already been documented in this ticket and brings the support employee up to speed in the shortest possible time.

The agent also assists with the formulation of messages to make communication as efficient and clear as possible. It reformulates written texts so that they are clear and professional and provide the necessary context for the recipient.

More news about Jira Service Management

Further news at the High Velocity Event was that the upper limits were raised as follows:

  • for agents per JSM instance to 20,000 agents
  • and for objects in the asset and configuration database to 3 million.

Regional export for data residency has also been extended to the Canadian region. The following figure summarizes these updates once again.

Summary of the news in Jira Service Management

Atlassian's future vision for Service Management

Finally, Atlassian's vision for its service management platform was emphasized: No matter how many different technologies, teams, and systems are in use in the service area - Jira Service Management is connected to all systems as a central platform and serves as a control system to coordinate and solve requests, regardless of which system they are solved in.

Artificial intelligence helps to provide quick, clear and consistent answers. It is also connected to all systems, collects the information there and delivers it in a concise summary.

If you would like to watch the keynote and sessions from High Velocity in Sydney, you can find the video recordings here: https://events.atlassian.com/highvelocity/

What is Platform Engineering

What is Platform Engineering

IT teams, developers, department heads and CTOs must ensure that applications and digital products are launched quickly, efficiently and securely and are always available. But often the conditions for this are not given. Compliance and security policies, as well as long and complicated processes, make it difficult for IT teams to achieve these goals. But this doesn't have to be the case and can be solved with the help of a developer self-service or Internal Developer Platform.

Simplified comparison of Platform Engineering vs Internal Developer Platform vs Developer Self-Service.

Platform Engineering vs. Internal Developer Platform vs. Developer Self-Service

What is Platform Engineering?

Platform Engineering is a new trend that aims to modernize enterprise software delivery. Platform engineering implements reusable tools and self-service capabilities with automated infrastructure workflows that improve developer experience and productivity. Initial platform engineering efforts often start with internal developer platforms (IDPs).

Platform Engineering helps make software creation and delivery faster and easier by providing unified tools, workflows, and technical foundations. It's like a well-organized toolkit and workshop for software developers to get their work done more efficiently and without unnecessary obstacles.

Webinar - Platform Engineering: AWS Account Creation with Developer Self-Service (Jira Service Management)

What is Platform Engineering used for?

The ideal development platform for one company may be completely unusable for another. Even within the same company, different development teams may have very different requirements.

The main goal of a technology platform is to increase developer productivity. At the enterprise level, such platforms promote consistency and efficiency. For developers, they provide significant relief in dealing with delivery pipelines and low-level infrastructure.

What is an Internal Developer Platform (IDP)?

Internal Developer Platforms (IDPs), also known as Developer Self-Service Platforms, are systems set up within organizations to accelerate and simplify the software development process. They provide developers with a centralized, standardized, and automated environment in which to write, test, deploy, and manage code.

IDPs provide a set of tools, features, and processes. The goal is to provide developers with a smooth self-service experience that offers the right features to help developers and others produce valuable software with as little effort as possible.

How is Platform Engineering different from Internal Developer Platform?

Platform Engineering is the overarching area that deals with the creation and management of software platforms. Within Platform Engineering, Integrated Development Platforms (IDPs) are developed as specific tools or platforms. These offer developers self-service and automation functions.

What is Developer Self-Service?

Developer Self-Service is a concept that enables developers to create and manage the resources and environments they need themselves, without having to wait for support from operations teams or other departments. This increases efficiency, reduces wait times, and increases productivity through self-service and faster access to resources. This means developers don't have to wait for others to get what they need and can get their work done faster.

How do IDPs help with this?

Think of Internal Developer Platforms (IDPs) as a well-organized supermarket where everything is easy to find. IDPs provide all the tools and services necessary for developers to get their jobs done without much hassle. They are, so to speak, the place where self-service takes place.

The transition to platform engineering

When a company moves from IDPs to Platform Engineering, it's like making the leap from a small local store to a large purchasing center. Platform Engineering offers a broader range of services and greater automation. It helps companies further streamline and scale their development processes.

By moving to Platform Engineering, companies can make their development processes more efficient, improve collaboration, and ultimately bring better products to market faster. The first step with IDPs and Developer Self-Service lays the foundation to achieve this higher level of efficiency and automation.

Challenges that can be solved with platform engineering

Scalability & Standardization

In growing companies, as well as large and established ones, the number of IT projects and teams can grow rapidly. Traditional development practices can make it difficult to scale the development environment and keep everyone homogeneous. As IT projects or applications continue to grow, there are differences in setup and configuration, security and compliance standards, and an overview of which user has access to what.

Platform Engineering enables greater scalability by introducing automation and standardized processes that make it easier to handle a growing number of projects and application developments.

Efficiency and productivity

Delays in developing and building infrastructure can be caused by manual processes and dependencies between teams, increasing the time to market for applications. Platform Engineering helps overcome these challenges by providing self-service capabilities and automation that enable teams to work faster and more independently.

Security & Compliance

Security concerns are central to any development process. Through platform engineering, we standardize and integrate security and compliance standards into the development process and IT infrastructure in advance, enabling consistent security auditing and management.

Consistency and standardization

Different teams and projects might use different tools and practices, which can lead to inconsistencies. Platform engineering promotes standardization by providing a common platform with consistent tools and processes that can be used by everyone.

Innovation and experimentation

The ability to quickly test and iterate on new ideas is critical to a company's ability to innovate. Platform Engineering provides an environment that encourages experimentation and rapid iteration by efficiently providing the necessary infrastructure and tools.

Cost control

Optimizing and automating development processes can reduce operating costs. Platform Engineering provides the tools and practices to use resources efficiently and thus reduce the total cost of development.

Real-world example: IDP and Developer Self-Service with Jira Service Management and AWS

One way to start with platform engineering is for example Jira Service Management as a developer self-service to set up AWS cloud infrastructure in an automated and secure way and to provide templates for developers and cloud engineers in a wiki.

How does it work?

Developer self-service for automatic AWS account creation with Jira service management

Jira Service Management Developer Self-Service

Using Jira Service Management, one of our customers provides a self-service that allows developers to set up an AWS organization account automatically and securely. This works with a simple portal and a service request form where the user has to provide information like name, function, account type, security and technical responsible and approving manager.

The account is then created on AWS in the backend using Python scripts in a build pipeline. During setup, all security and compliance relevant standards are already integrated and the JSM self-service is linked to the company's Active Directory. Due to the deep integration with all relevant systems of the company, it is possible to explicitly track who has access to what. This also facilitates the control of accesses and existing accounts in retrospect.

The result: The time required to create AWS organization accounts is reduced to less than an hour (from several weeks) with the help of JSM, enabling IT teams to publish, test and update their products faster. It also provides visibility into which and how many accounts already exist and for which product, making it easier to control the cost of cloud infrastructure on AWS.

Confluence Cloud as a knowledge database for IT teams

Of course, developer self-service is only a small part of platform engineering. IT teams need concrete tools and apps tailored to their needs.

One of these tools is a knowledgebase where IT teams, from developers to cloud engineers, can find relevant information such as templates that make their work easier and faster.

We have built a knowledge database with Confluence at our customer that provides a wide variety of templates, courses, best practices, and important information about processes. This knowledge database enables all relevant stakeholders to obtain important information and further training at any time.

Webinar - The First Step in Platform Engineering with a Developer Self-Service and JSM

After discussing the challenges and solutions that Platform Engineering brings, it is important to put these concepts into practice and explore them further. A great opportunity to learn more about the practical application of Platform Engineering is an upcoming webinar. This webinar will put a special focus on automating AWS infrastructure creation using Jira Service Management and Developer Self-Service. In addition, ess will feature a live demo with our DevOps experts.

Webinar - Platform Engineering: AWS Account Creation with Developer Self-Service (Jira Service Management)


The journey from Internal Developer Platforms to Platform Engineering is a progressive step that helps organizations optimize their development processes. By leveraging a Developer Self-Service and overcoming software development challenges, Platform Engineering paves the way for more efficient and innovative development practices. With practical resources like the featured webinar, interested parties can dive deeper into this topic. And also gain valuable insights into how to effectively implement Platform Engineering.

Price adjustments Atlassian

Atlassian Cloud: Price changes in October 2023 and product changes in November 2023

Atlassian Cloud is at the center of many teams' minds when it comes to effective collaboration. There are now some changes coming to the pricing structure and individual products in October 2023. These pricing adjustments affect the Atlassian Cloud products, among others Jira, Jira Service Management, Confluence and Access.

The adjustments are made for the Atlassian Cloud on October 18, 2023 and for the Jira Cloud Products on November 1, 2023 come into force.

In this article we will give you an overview of the price and product adjustments.

The most important at a glance

  1. The increase in list prices concerns:
    • Jira Software and Confluence (5 %)
    • Jira Service Management (5-30 %)
    • Access (for more than 1,000 users 10 %)
  2. Cloud pricing increases for renewal subscriptions to Jira Software Premium, Jira Service Management Standard, Jira Service Management Premium, and Atlassian Access.
  3. New automation limits for Jira Cloud products go into effect on November 1, 2023.

Why do the prices change?

These adjustments underscore Atlassian's commitment to developing innovative products that better connect teams and increase their efficiency. Over the past year, Atlassian has introduced various security updates and new product features, including guest access for Confluence, progressive deployment and improved security features in Jira Software, and advanced incident and change management in Jira Service Management.

Detailed information on pricing adjustments for the Atlassian Cloud

In this table you will find all the information about the price adjustments and how the changes will affect your existing licenses.

Increase in percent (%)
Jira Software Cloud
Standard, Premium, Enterprise
5 %
Jira Service Management Cloud
Standard, Premium, Enterprise
0-250 agent tier: 5 %
251-500 agent tier: 30 %
All other agent tiers: 20 %
501 - 1,000: 25 % (JSM standard)>1,000: 20 % (JSM standard)
501 - 2,500: 25 % (JSM Premium)>2,501: 20 % (JSM Premium)
Confluence Cloud
Standard, Premium, Enterprise
5 %
Access1.000+ users<1,000 users: 0%
1.000+ User tier: 10%

In addition, Atlassian is increasing the preferential pricing/pricing on renewal of existing subscriptions to its cloud products. This applies to Jira Software, Jira Service Management and Jira Access.

You can find more information about the price adjustments on the Atlassian website.

Product customizations for automations in Jira Cloud products

In addition, Atlassian announced changes for performing automations for Jira software, Jira Service Management, Jira Work Management, and Jira Product Discovery. These will come into effect on November 1, 2023.

In the previous model, customers receive a single, common limit across all Jira Cloud products. For example, if a customer has Jira Software Free and Jira Service Management Standard, they receive a total of 600 executions of automation rules per month (100 from Jira Software Free and 500 from Jira Service Management Standard) that can be used in both products.

In the new model starting November 2023, each Jira Cloud product has its own usage limit. Each automation rule will use the limit of a specific product when it is run. The limits for the Atlassian Free and Standard plans will increase to reflect this. The automation limits in the new model are as follows:

Product and tariff New Automation Limits / Month 
Jira SoftwareFree100
Premium1.000 per user/month
Jira Service ManagementFree500
Premium1.000 per user/month
Jira Work ManagementFree100
Premium100 per user/month
Jira Product DiscoveryFree200

Here you can find more information about limits for automations.

More updates from Atlassian: Improved support for cloud migration

The pricing adjustments are just a few of Atlassian's recent changes. The company has also revised its support and testing options for migration projects to make it easier to move to the cloud.

Server customers who have not yet migrated to the cloud can now test the cloud for six months. The test phase now also includes support for selected Marketplace applications.

Dual licensing for large server customers has been extended through February 15, 2024, and for enterprise customers through February 15, 2025.

Why is it worth considering a migration to the Atlassian Cloud now?

For Enterprise customers who want to move to the cloud but cannot complete the migration in time for the end of Server Support in February 2024, Atlassian offers an extension of Server Support in the form of Dual Licensing*. (*For all customers who purchase an annual cloud subscription of 1,001 or more users on or after September 12, 2023).

Wondering how the price adjustments will affect you, or already thinking about migrating to the cloud?

Contact us - our experts will check which options are worthwhile for you. We offer you a free cloud assessment: Within a very short time, you will receive a detailed cost calculation for your migration.

Together with you, we will conduct a cloud assessment and tell you what your options are and how to get to the Atlassian Cloud the fastest.

Click here for your personal cloud assessment and for the path to the cloud.

Jira vs Jira Service Management vs Jira Work Management

Jira vs Jira Service Management vs Jira Work Management

In today's fast-paced digital world, effective project management is the cornerstone of successful business operations. But how do you choose the right tool to manage your projects, streamline your workflows, and increase your team's productivity? Dive into the world of Jira - a set of powerful tools that will transform the way you work. In this comprehensive guide, we'll look in detail at the different products, Jira Software, Jira Service Management, and Jira Work Management. At the end of this article, you'll be able to make an informed decision about which Jira product is the best fit for your team.

Jira Software

Jira Software Board
Source: Atlassian

Have you ever wondered how software development teams manage complex projects, meet tight deadlines, and deliver high-quality software? The secret lies in Jira Software, a project management tool designed specifically for software teams.

Key features of Jira software

Designed to support agile methodologies, Jira software provides a flexible platform for planning, tracking, and releasing software. With Jira Software allows you to create user stories, plan sprints, and distribute tasks within your software team. It offers multiple boards (Kanban & Agile) to track work, swimlanes to streamline project view based on predefined filters, and Agile reports to track project progress and address issues.

What sets Jira software apart, however, is its deep integration with other development platforms. It connects seamlessly with popular platforms like Bitbucket and GitHub, allowing developers to view relevant Git commits, branches, and pull requests directly in the context of a Jira software story or bug.

The benefits of Jira software

The benefits of Jira software extend beyond the development team. By streamlining the software development process, Jira shortens time-to-market and helps your company stay competitive. It facilitates collaboration by allowing team members to share information, discuss tasks, and resolve issues quickly. This not only improves the quality of the software, but also increases team productivity.

In addition, agile reports provide valuable insights into your team's performance, helping you identify bottlenecks and make data-driven decisions. Whether you want to track sprint completion with a burndown chart or understand the team's velocity over time, Jira software gives you the data you need to optimize your processes.

Is Jira software right for your team?

If your team is in software development and uses agile methodologies like Scrum or Kanban, Jira is the ideal tool for you. It's designed to support the unique workflows of software teams, making it an excellent choice for developers, testers, and project managers in the technology industry. But remember, Jira's strength lies not only in its features, but also in how well it fits into your team's processes and workflows.

Bonus Tip: If you use Jira software, you can also use Jira Work Management projects.

Jira Service Management

Source: Atlassian

Next we turn to Jira Service Management a platform that optimizes interaction between departments or between the service support team and customers.

Key features of Jira Service Management

Jira Service Management is an IT service management (ITSM) solution that brings together IT support and project management. It has a user-friendly customer portal where users can submit requests, a powerful SLA tracking system, and a knowledge base for self-service support.

One of Jira Service Management's standout features is its built-in ITIL-certified processes. ITIL, or Information Technology Infrastructure Library, is a set of best practices for ITSM that focuses on aligning IT services with business needs. With Jira Service Management, you can leverage these best practices to deliver high-quality IT services.

The benefits of Jira Service Management

Implementing Jira Service Management can lead to significant improvements in your IT service delivery. By providing a centralized platform for request management, it ensures that no request falls through the cracks. The SLA tracking system helps maintain a high quality of service, while the knowledge base reduces the burden on your service desk by enabling users to resolve common issues themselves.

In addition, Jira Service Management facilitates cross-divisional collaboration between IT and other departments. This not only leads to faster problem resolution, but also promotes a culture of transparency and collaboration within the organization.

Another important advantage of Jira Service Management is the asset management (database). This can also be used well internally.

An example: A new employee needs work equipment

The employee fills out a form, whereupon a ticket is created. HR approves this ticket and the laptop is shipped. The laptop is then documented as an asset in JSM.

Link with Confluence

Jira Service Management can be directly linked to a Confluence Knowledgebase . When employees submit a service request and the requested topic already exists in the knowledge base, the system provides articles from the knowledge base that address the issue based on the request. This often allows service requests to be resolved in advance without having to open a new ticket or call in a service representative.

Is Jira Service Management right for your team?

If your team is responsible for delivering or supporting IT services, Jira Service Management is an indispensable tool. It's designed specifically to meet the needs of IT service teams, making it the ideal choice for IT managers, service desk agents, and anyone involved in delivering IT services. Whether you're a small business with a single IT support staff or a large enterprise with a dedicated IT department, Jira Service Management can transform the way you deliver IT services.

Jira Work Management

Source: Atlassian

Jira Software and Jira Service Management focuses primarily on software and IT teams. But then what tools should other teams in an organization use? This is where Jira Work Management into play.

Key Features of Jira Work Management

Jira Work Management is a project management tool designed for business and operations teams. It offers a number of features, such as a work tracking board, built-in calendar, forms, and pre-built project templates. Whether you're planning a marketing campaign, tracking HR tasks, or managing a finance project, Jira Work Management is the right tool for the job.

One of the unique features of Jira Work Management is the customizable workflows. You can customize the workflows to your team processes to ensure that the tool fits seamlessly into your existing processes.

The benefits of Jira Work Management

Jira Work Management can significantly increase your team's productivity. By providing a single platform for scheduling, tracking, and managing work, it eliminates the need for multiple tools, reduces complexity, and saves time. Customizable workflows ensure that the tool adapts to your team, not the other way around.

In addition, Jira Work Management promotes transparency and accountability in the team. Everyone has a clear overview of their tasks, deadlines and responsibilities, which leads to better coordination and collaboration.

Is Jira Work Management right for your team?

If your team works in business areas such as HR, Marketing, Finance or Design, Jira Work Management is the right tool for you.
Atlassian developed it to support the specific workflows of business teams. That's why it's a great option for project managers, team leaders, and anyone involved in managing business projects. Jira Service Management is also used by teams outside of IT, such as human resources and materials management.

In addition, Jira Work Management can be used without much configuration effort. However, the functional scope of JWM is significantly more limited compared to Jira, which is why many of our customers prefer to use Jira software.

Take action: Talk to our Atlassian consultants

Now that you've gained a comprehensive understanding of the various Jira products, it's time to act. Our Atlassian consultants are ready to help you choose the right Jira product for your team, assist you with setup and customization, and provide ongoing support to help you get the most out of your Jira tool. Don't hesitate - contact us today and revolutionize the way your team works!

A comparison: Jira Software vs Jira Service Management vs Jira Work Management

Finally, let's take a look at a comparison table that highlights the key features and benefits of each Jira product:

Jira SoftwareJira Service ManagementJira Work Management
Best forSoftware development teamsIT Service TeamsBusiness and operations teams
FeaturesAgile boards, user stories, sprints, Agile reports.Customer portal, queues, SLAs, formsWork tracking board, calendar, forms, project templates
Business AdvantagesEfficient software development, improved collaboration, data-driven decisionsStreamlined IT service delivery, improved customer satisfaction, improved operational efficiency.Effective project management, improved team collaboration, timely delivery of work
TeamsDeveloper, tester, project manager in the tech industryIT managers, service desk agents, IT service delivery teamsProject manager, team leader, HR, marketing, finance, design, legal, sales, and more.
A comparison of Jira, Jira Service Management and Jira Work Management

Remember, the right Jira product for your team depends on your specific needs and workflows. By choosing the right tool, you can empower your team, optimize your workflows, and drive business success.

Use Jira, Jira Service Management or Jira Work Management efficiently

You want to use Jira, Jira Service Management or Jira Work Management efficiently in your company and need support with setup, integration into existing tools or consulting on a specific use case?

Talk to our Jira expert.

Tobias Koch

Atlassian Consultant

Digitized business processes for an improved customer and user experience

Digitized business processes for an improved customer and user experience

Customers buy from companies that offer them the best, most seamless, and easiest digital experience.

In todayÔÇÖs world, speed is everything. Being the first on the market and fastest on delivering new features or fixing bugs or shipping products within a day improves user experience and customer satisfaction. Digital business processes are an incremental part of realizing this and are a must-have in a globalized world to meet the expectations of your users and customers.

Automating and digitizing processes for a consistently positive customer experience?

As consumers, customers, and employees, we are spoiled. Big eCommerce companies like Amazon have achieved almost a 100% rate of automated direct-to-consumer processes. This enabled them to offer a unique and seamless user experience along every touchpoint; from the initial contact to receiving the package at our front porch and even returning it to their warehouse.

We log in to our bank account and every transaction we have ever made can be easily checked. Transactions are automatically processed by your banks' ERP system and transmitted to a web interface. All of that happens in an instant and without any human interaction.

Remember, when you had to call an airline to book a flight for your next business trip or holiday? Remember all the hassle you had to go through? You had to talk to customer service, transmit your payment information, only to get confirmation and tickets by mail. Today you just need to search for flights on the internet, pay and youÔÇÖre good to go.

Customer Experience the key to success?

How about B2B sales processes? Ask yourself, how long does it take for your enterprise to answer contact form submissions? One hour? One or two days? Even Longer? Do you have an automated delivery system to notify people in charge? Do you automatically follow up after a certain period? Do you send out an automated thank you message after form submission?

Customers want to be engaged quickly. If they donÔÇÖt hear from you sometime soon, they most likely move on to one of your competitors.

So, if you take a closer look, digitized and automated business processes are everywhere, hard to miss, and part of our daily lives.

Wondering what benefits you can gain from digitizing and automating business processes? Find out more here.

Digitalization is on the rise and more important than ever before

Business processes are being fundamentally revamped in many industries to meet customers' and users' expectations. Companies that get it right can offer lower prices due to lower costs, better operational controls, and fewer risks.

But just digitizing an existing process is not enough. These processes tend to be biased, hard to go through, and not state of the art.

Digital processes should be easy to follow and built to simplify individual steps for your users or customers. You definitely should not just copy and paste an analog process into a digital environment but rather redesign and rebuild it from scratch and merge best practices with digital capabilities.

This means,

  • cut project steps that donÔÇÖt add value to reduce complexity,
  • reduce the number of documents needed (often one is more than enough),
  • automate decision making steps and notifications,
  • and reduce the number of approvers to a minimum.

Digitized business processes and data collection

To meet today's standards and to outpace your competitors, acquiring and analyzing data is key to business success. Digitized corporate processes enable you to collect key data more easily and subsequently make better decisions. For example, you can collect customer support data on SLAs to improve your ITSM process, or customer behavior data in digital marketing to improve website content, ads, and KPIs.

Yet, digitizing corporate processes is just the beginning. To match the reimagined processes, operating models, skills, organizational structures, and roles often need to be redesigned.

Business team collaboration

Marketing or sales teams need to closely work together and include data in their decision-making process to delight customers along their entire journey. Marketing, for example, may learn how long and how often a specific visitor has already spent on specific pages before contacting sales. This data in return can be used by sales in future customer meetings.

Customer support and success teams can use digital tools such as Jira Service Management and well-designed support portals in conjunction with a help center to build a self-service solution. This allows them to focus exclusively on high-priority support tickets that require personal customer interaction. According to ServiceNow and Gartner, using modern ITSM solutions reduces face-to-face contact by 40% and 72%, respectively, compared to contact by phone and email.

Redesigning and digitizing a process is the first step. To fully leverage digital possibilities, new roles have to be created in your teams. Roles like Data Analyst / Scientist and User Experience Designer are two of the most important.


Digitizing business processes can be driven for countless reasons or business teams. But before you start, ask yourself, "What purpose and goal do I want to achieve?"

Getting this done beforehand simplifies the next steps and questions you need to answer. Questions like, what tools or software do we need? Do we need to hire new staff that manages the digitization, or are responsible for reaching the desired goals? How do I make sure that existing staff are able to use the new tools? Do I need to onboard them and hire an expert?

Going digital enables you not only to increase performance or to save money but ultimately will delight your customers (directly and indirectly) and thereby improve customer experience and happiness.

This might also interest you

Advantages of digital business processes

Advantages of digital business processes

By digitizing business processes, companies benefit from a whole range of positive effects. Learn more in this article

Jira Admin todos

Guide: 10 Things every new Jira Software Admin should do

Jira software from Atlassian can quickly become very complex. There are countless plug-ins, adjustments and settings that you can make to individualize Jira. All these functions and possibilities lead to the fact that the software becomes quite complex in handling and administration. But don't worry or "don't panic"! We've put together a little guide that will help you get started as a Jira admin.

User management in Jira
User Management in Jira

1. Admin permissions only for employees who know what they are doing

In Jira, a lot can break pretty quickly if you don't know what you're doing. For example, if you change the shared workflow in one project, there is a high risk that other projects will be affected as well. This problem can always occur when the schemes are shared with other projects. A typical and frequently occurring scenario, which illustrates this problem once again, are changes to "Issue Types". Often these schemes are used as standard templates for several projects. Changes, or even worse the deletion of issue types quickly leads to the bugs described above. 

It is therefore advisable to only give admin permissions to people who know what they are doing. All other users should only be assigned certain functions.

Manage users and groups on a scheduled basis for accelerated authorization & permission management

Jira and Confluence Authorization Management

2. Carefully read the official Jira documentation

'Out of the box', Jira already offers a huge range of standard features that will make your life as a Jira Admin a lot easier. So it's best to start with the Documentation from Atlassian. This already offers a variety of tips and tricks that you can use every day. 

Find out how to establish Jira in your company in the long term here: Guide - Easy implementation of Jira software in your company

3. Define standards for workflows & working methods for all users

Jira is an excellent collaboration tool for standardizing the way teams work. Before unleashing Jira on the teams, it is advisable to look at the working practices of individual teams beforehand. Ideally, if all teams have to adhere to a certain project process it can be easily adapted to Jira. This way, all teams can use the same workflow, which an admin creates in advance as a standard scheme and ensures that this scheme is actually used when creating a new project. The assignment of default schemes can be implemented on all projects in Jira and offers the charming advantage that you do not have to administer a large number of schemes and that fewer schemes also brings an improvement in performance. 

Therefore, consistent standards for workflows, approaches and structures should be created in advance. This brings the big picture back into focus.

Ôćĺ Digitization and automation of Jira processes - Learn more

4. Archive completed projects

Over time, more and more new projects are created in Jira. As a result, one can quickly lose the overview and get confused when creating a ticket or working with Jira. It is always advisable to archive a project at the end. On the one hand, this makes these projects no longer visible to users and on the other hand, it also improves the performance of the entire Jira instance. How to archive completed projects can be found in the Jira Documentation

Jira Workflow Schemes
Jira Workflow Schemes

5. Keep the number of schemes manageable

If you ask ten different people from ten different departments what their processes look like, you'll get hundreds of different answers. So it feels like every project has a different process and approach. From the perspective of a Jira admin, it makes sense to analyze and understand how the departments work via a workshop, with the goal of defining a uniform project structure ("common denominator") in Jira. Once this is done, projects with the same way of working can use the same schemas and the departments are enabled to work together e.g. via KANBAN or SCRUM board.

6. Make sure that the number of custom fields remains manageable

Similar to workflows, teams love custom fields. But if new custom fields are created all the time, you will lose the overview here as well. Here you should rather make sure that already existing fields are reused and can be used in a new context if required.


Many Jira admins take over existing systems in the new job to "clean them up". When taking over, it turns out that there were 40 different iterations for 'Start Date' and 'End Date'.

The consequences of this were more than visible in daily use. For example, it was no longer possible to display all issues with a start date of 08/01/2020 for projects A, B, C etc. 

Therefore, make sure that existing custom fields are reused. 

Confluence Documentation
Document your projects and approach in Confluence

7. Document your approach

How many times have you thought "How did I configure this project?" Probably countless times. To ensure that the approach to a configuration is not lost, comprehensive documentation is essential. In this case, it is a useful approach to document your approach in Confluence, with the ability to link individual projects to a Space (area in Confluence). This way a comprehensible documentation can be built up. 

The provision of knowledge in the company is essential for employees and leads to more know-how, professionalism and productivity in the long term Ôćĺ The provision of knowledge in the company is essential for employees and leads to more know-how, professionalism and productivity in the long term. Learn more in our article on knowledge management

Jira Board Configuration
Jira Board Configuration

8. Board configuration (KANBAN, SCRUM)

Whenever possible, assign the status of a project exclusively to one column in the board configuration. In addition, it is important to ensure that the name of the column is either the same as the status or that a similar term is chosen. This makes the board easier to use for users, as it is immediately obvious to which column the corresponding status belongs. Otherwise, it is not possible for users to move issues with a simple drag-and-drop if the source and target statuses are both assigned to the same column. 

9. Use the main filter of Kanban or SCRUM boards correctly

Always set the main filter of the board with "...ORDER BY Rank ASC" at the end. Otherwise you lose the ability to order the displayed issues vertically, which is essential for backlog management and a useful thing to have control over the display order of the cards on the board.

10. Use Quick Filter

Set Quick Filters as needed to ensure clarity on the boards. You can set a Quick Filter for any field in Jira via JQL in the board configuration. This way, a crowded board can be reduced to the desired information very quickly. For example, if you want to show tickets on the board that are only assigned to your person, a corresponding Quick Filter could be "Assignee = X", or better "Assignee = currentUser()". You can find more information about Quick Filter here.


As a Jira Admin, you don't just have to make sure the system runs smooth and stable. You have to make sure that the system always remains clear and that well-considered adjustments are made. Customizations in workflows, projects and custom fields help the teams in their daily work, but make it difficult for you to keep the system "clean". 

Do you need help using Jira or does your company want to customize the system to meet its needs? Our Atlassian consultants will be happy to help you. Contact now.

Creating a Confluence Product Help Center with Scroll Viewport

How to create a (product) help center in Confluence

For businesses, providing quality customer support takes a tremendous amount of effort. In order not to get bogged down in support tickets, many companies nowadays use other solutions from the field of Customer Self-Service, such as a help center or a knowledgebase.

Companies that actively use customer self-service make it easy for their customers to solve problems themselves without having to send emails or make phone calls. Today's customers are increasingly tech-savvy. This means that wherever possible, they want to find solutions to their questions themselves.

Being able to get answers to questions quickly is critical to a positive experience. According to Zendesk 40% of customers first use a self-service, such as a help center, before contacting the company's support. However, some requests will always require manual consultation, which is why a help center should not stand alone. Combining and integrating it with other support channels (such as a service desk) allows for a seamless experience here.

"One of the first things you need to know when you're learning about help centers: Self-service matters. Not a little bit... Self-service matters a lot."

 Zendesk, 2021

Table of Content

Using Confluence as the basis for Help Center

Developing a successful help center is a big undertaking, both in terms of effort and importance. Choosing the right software is critical. We recommend Confluence from Atlassian for this purpose.

Confluence is a web-based enterprise wiki, in which aspects such as Knowledge management and collaboration get together (Here you can learn more about Knowledge Management). It is easy to use, promotes through simultaneous, Collaborative editing of pages and content team collaboration and allows members to provide access to knowledge and information. Among other things, Confluence is an optimal tool for writing documentation for products or other services.

Our experience: A help Center for our apps

In order to make our product documentation accessible to all our users, we converted our internal Confluence area into a public Product Help Center using Scroll Viewport. The goals of the implementation were to reduce the number of support tickets for our plugins by providing mature product documentation and also relieve our support team. Furthermore, users of our plugins should be able to get fast and uncomplicated solutions to their questions as well as news about updates. 

Scroll Viewport Product Help Center

Before publishing a Confluence space, however, the question arises as to how it can best be made available to users. When publishing, the internal URLs of Confluence are still used, and there are only limited functions for adapting the layout to your corporate branding, which can confuse customers when using it. To get around this, we again recommend using the Scroll Viewport plugin from K15t.

Using a quality help center benefits both your team members and your customers. A help center increases customer satisfaction by providing better and faster service, reduces costs, and increases employee efficiency. A help center also expands your business community, presents your company as a hub of knowledge, and develops deep connections between you and your customers.

Implementation of a product help center with Confluence and Scroll Viewport 

Enclosed is a step-by-step instructionshow to set up the basic framework for a public help center using the two tools mentioned, Confluence and Scroll Viewport.

Step 1: Create desired spaces and pages in Confluence

In the first step the plugin Scroll Viewport for Confluence must be installed in your Confluence instance. Instructions for installing the plugin can be found on the Atlassian Marketplace. Once the installation is done, you need to create the spaces you need for your documentation. We explain this using our Marketplace Documentation

We have decided to create a parent section for our Marketplace App documentation with an overview of the plugins. For this, we need to create a new section in Confluence.

Click to this on the start screen Spaces in the header bar in Confluence and then on Create Space. We have created a total of 4 Spaces for our documentation so far:

  • Marketplace Help Center (parent space, home page of our Help Center)
    • Advanced Tabs Documentation
    • Advanced Image Gallery Documentation
    • Status Macro Documentation

After the space has been created, it must be opened via Configure Space the plugin Scroll Viewport on the pages activates become Click on Appsthen click on the Tab Scroll Viewport and on Create Viewport.

Step 2: Connect the individual spaces with each other

Thus, a separate viewport must be created for each space in Confluence. An important step here is to define the structure and hierarchy of the pages. Several individual viewports can be combined into a hierarchical viewport collection. At the beginning, a section must be defined as Root viewport is set, in our case the Marketplace Help Center Space.

To do this, navigate to the space that you want to Root viewport, and navigate to the Apps - Scroll Viewport - URL. Click on Enable viewport collection under this path and save your changes. This space now represents with the stored domain name the Root of the Help Center.

Scroll Viewport Configuration

In order to include other spaces, which belong to the documentation, under the Root viewport, you need to edit the individual viewports in each of these spaces. To do this, navigate to the desired space, make sure that the same theme is selected and click again on URL. Now enter in the URL field on the one hand the domain of the Root Viewports. In our case this is docs.xalt.com. Under Path, continue to add the desired path name for the space. We have abbreviated the documentation for our Advanced Image Gallery Plugin to AIGDOC (=Advanced Image Gallery Documentation).

If the root viewport contains the path docs.xalt.com the range for our plugin is now docs.xalt.com/AIGDOC. You have to make these changes for all spaces you want to include in the structure of your Help Center. Above the URL field you can still get an overview of the Viewport Collection with all stored spaces.

Help Center with Scroll Vieport

Detailed descriptions about the possibilities of the structures as well as the viewport collections can be found in the documentation of k15t. We recommend the articles Structure Your Help Center and Group Viewports in a Collection.

Step 3: Set the layout and theme for each page

For the layout of the Help Center, the Scroll Viewport Theme Editor is used. Click for this on Theme. Here you can distinguish between the Themes Help Center and Web Help or create a new theme. We recommend to start with the Default Theme employable. The default themes cannot be edited directly, but must be copied and duplicated. Kick for the three points on this one. Click to copy and name your new theme

Scroll Viewport Confluence Help Center Theme

To make settings in the theme, click Edit. This opens the Scroll Viewport Theme Editor by the theme-settings.propertiesin which the theme settings are made. 

Pro Tip: What Theme and other layout aspects, such as font type and size, are fully customizable. However, this is not included in the standard functions of Scroll Viewport. Changes have to be implemented separately with CSS. We would be happy to support you with an individualized solution for your help center.

In the Scroll Viewport Theme Editor you can basically four spaces of the Help Center can be edited. These include the

  • global settings, such as the header and the footer,
  • the settings for the Help Center start page, such as the banner and the headline,
  • the settings for the space start page, such as the display of the contents and the news as well as
  • the individual pages.
Theme Editor Scroll Viewport

Basically, there is no generally valid guidance in the setting of the theme. The settings should be implemented according to your own needs and ideas. We therefore recommend to use different settings as described in the Scroll Viewport Theme Editor described above.

The Results can be viewed either via the preview in Apps - Scroll Viewport - Theme or directly in the final view. Navigate to the Help Center home page or to a page within the documentation. Click the Scroll Viewport icon next to the page metadata, and then click Open.

Step 4: Fill the Confluence pages with content, images and instructions

Is the Structure of the Help Center built up, you can start filling the pages with content. Basically, help center articles are not much different than helpful blog posts. Users should be encouraged to read with a clearly formulated headline.. Useful Instruction steps as well as links to further helpful documents are intended to give the reader the opportunity to put the information presented into practice.

Furthermore, it should be ensured that the textual content is always supplemented by additional image and video material. For documentation purposes, screenshots (incl. annotations) of the individual steps are usually suitable.

Connecting Confluence pages with Help Center

Three building blockswhich we install in each space are one page each to Getting startedthe FAQs and the News. Getting started provides a compact overview of the installation of the plugin as well as the most important hard facts of the app, e.g. for which product and which hosting type the plugin is available. Especially the FAQ page is an important part of the help center. The FAQs should, however, be considered in the light of the support tickets be created. Frequently asked support questions, such as requests for new functions, are included in the FAQ page and should contain answers that are as precise as possible.

Documentation in the Confluence Help Center

In order for the documentation to be publicly discoverable, it must be available under Configure Space - permissions at Anonymous users finally still a hook with View can be set. Anonymous users can be given almost any permission, but we recommend that you limit this to viewing and commenting.

Pro Tip: Formulate the titles of your articles in such a way that they can be easily found via the search function in the Help Center. A keyword analysis usually makes sense here to find out which search terms and phrases your users use when they are looking for a solution to their problems. The findability can be further improved by the use of keywords in the text as well as through deposited labels.

This is how you can implement it yourself

Developing a help center does not automatically ensure that your customers will actually use it and see it as a source of help. On the one hand, customers must be able to find answers to their questions quickly (faster than with live support). On the other hand, customers must be able to understand and implement the content and assistance in your help center. This in turn brings aspects such as user experience, design, structure and layout to the forefront, which must be taken into account during development.

Our support

With good advice, the creation and maintenance of a help center is much easier. We therefore recommend contacting a qualified implementation partner of your choice, who can provide you with support during the implementation. In addition, the following points should definitely be observed:

  1. Define goals early: The first step in the creation of a help center should be to consider what the help center is intended to accomplish. Do you want to reduce the workload by processing support tickets to relieve your team? Do you want the Help Center to improve the relationship and connection with your customers? Or both? Think about it and set the right goals for your business.
  2. Understanding the needs of customers: Use internal company knowledge to be able to identify the expectations of your customers. Use formulations and structures in the help center that are understood by your target groups and arouse their interest. If answers are provided that are not understood by the target group, the help center is not fulfilling its purpose.
  3. Actively involve employees: Let your employees take an active role in the design of the Help Center. These can provide important input on the wishes and behaviour of customers.
  4. Focus on user experience and data analysis: A good user experience is the be-all and end-all. If the UI isn't excellent, visitors to your help center won't stay there long, let alone return. Create a simple and fast navigation to the most important articles, in combination with a search function. Measure other performance parameters of your help center, such as the number of hits on specific articles and the time spent in the help center.
Confluence Help Center

How to add Jira Service Management to your Confluence Help Center

Help centers and support portals have become an indispensable part of everyday life. Every day your support team receives requests from users about bugs, problems or other questions. However, it quickly turns out that many of these tickets are similar and can be solved with the help of concrete assistance (e.g. articles or videos). You can then make this content available in your Confleuince Help Center. Technically, this means linking Jira Service Management to Confluence as a knowledge base.

Confluence as basis and knowledgebase

You already use Confluence in your company? Then you can continue to use the existing instance as a starting point for your help center and use all content as a starting point for a public knowledge base. 

If you do not yet use Confluence, you can download the free version here. Confluence Cloud. Here you will also find the Jira Service Management Cloud (JSM) and get a first impression of the ITSM solution.

Pro tip: It's best to ask your customer service. They have already prepared a lot and know exactly which questions your users have and which ones occur repeatedly. These you can then directly to your Knowledgebase Add.

Integrate Confluence with Jira Service Management

IT and support teams will usually tell you the same thing: software doesn't always behave the way we want or expect it to. Bugs and errors occur again and again. But answering the same questions over and over again becomes exhausting and costs your team a lot of time. But if you already provide most of the solutions for your team as well as for the users, these tasks will be a thing of the past.

By connecting the ITSM tool to your Confluence knowledgebase, you automatically link all provided articles to JSM. 

The genius of it is, all the pages you add in the Confluence space will automatically be added to your service desk and users can search for answers themselves. In addition, you simply improve the user experience and support. Everyone can easily and quickly find the help they need. So simply a "win-win" for all ????. 

Pro tip: Make sure that your service & support articles are always up to date. Then it also does not come back to unnecessary requests on the part of your users.

Add Confluence areas to JSM

Confluence Help Center

Before you think, "Wait a minute! I also have internal and sensitive content in my Confluence. And I definitely can't have that publicly available!"

Don't worry ????! In Confluence, you can protect certain areas from the eyes of the public with the help of page permissions.

To connect content or Confluence Spaces to JSM, do the following: 

  • In your service project, go to Project Settings > Knowledge Base.
  • Select "View Permissions" from the drop-down menu next to the linked area of your choice.
  • Finally, you set the desired permissions.

Furthermore, you can also add multiple areas from Confluence to your service desk and use the mentioned permissions to share certain areas only with your team (such as internal policies). All public articles can also be viewed by non-logged-in users. Also, no user licenses are required for visitors.

But integrating Confluence with Jira Service Management is only half the battle. Nowadays, the user experience plays a very big role. That's why it's incredibly important that you make the provided content as easily accessible as possible. 

Personalize Confluence Help Center with Scroll Viewport

Generic help centers are usually very simply structured. They provide all the content you need, but are rather weak in terms of user experience. Because one thing is true: The easier you make it for your users to find relevant content (also through self-help), the happier they are in the end.

Confluence already provides the perfect basic structure for your knowledgebase and help center. But then it still looks like Confluence.

But there is a solution for that. At XALT, we use a plugin called Scroll Viewport. This cool little plugin turns individual Confluence Spaces or pages into a modern help center and can be configured to your liking. Additionally, you can also add your company's branding here.

How you configure Scroll Viewport exactly, you can read in this Article from our partner K15t.

Finally, add Jira Service Management to the Help Center. This way you integrate both Atlassian solutions and further improve your customer service and user experience. 

To add your service desk to the help center, you can add links to the header / menu of the help center. You can configure the header directly with Scroll Viewport. How this works, you will learn here.

Pro-Tip: Pictures say more than a thousand words. Instead of too much text, use slideshows and image galleries. For example, you can use our Advanced Image Gallery Plugin. With this you can get the best out of your content. 

Advanced Image Gallery

Your secret weapon for a brilliant customer experience in your Confluence help center

Image Gallery and Slider for Confluence


Confluence as a help center offers you countless possibilities and can be extended with several different functions and plugins. The possibility to connect Jira Service Management and Confluence not only improves the user experience, but also offers your employees the chance to further improve customer service and support, save time and focus on important tasks. 

Want to learn more about a help center based on Confluence and JSM? Just read our success story.

Human Resource Management with Jira

How to manage human resources with Jira

There are countless tools for managing human resources. It is usually important that they are easy to implement and can be used by all employees in HR management as quickly as possible. But new tools usually require onboarding, training or additional know-how. But what if your company already uses Jira? Then it makes sense to use the flexibility of Jira in the area of human resources or applicant management as well. 


Jira - The all-purpose weapon in process and project management

In companies, a large number of tools are usually used. These usually not only tear a hole in the monthly budget, but must also be able to be used by employees. Due to the complexity of all the apps used, it often makes little sense to introduce new tools for each area. 

But what if your company already uses Jira or Jira Service Management for project management or the digitalization of business processes? 

You already know what Jira can be used for and your employees and teams use it every day and know how to use it. 

This is exactly when it makes sense to consider using Jira or Jira Service Management as a tool for managing all HR-related processes.

The question that arises is: Does Jira offer all the necessary functions to map and manage my human resources processes and projects?

Why is Jira perfect as a human resource management tool?

Jira software was originally launched as an IT project management tool and continuously expanded with additional options. From a tool that was mainly used in IT, a tool has finally emerged with the help of numerous plugins, integrations and updates with which pretty much any type of projects and processes can be mapped. 

Human Resource Process Automation with Jira

Automations: Save time on repetitive tasks

In Jira or Jira Service Management, you as an HR manager can easily create a project (e.g. applications) and configure it according to your needs. Surely you already know Kanban or SCRUM boards in which you can display different statuses of project steps. 

Automatic notifications - email, Slack, Microsoft Teams

Now, when a new application comes in, a simple automation can be used to send a notification to the applicant via email, and you as the HR manager will receive a notification in your favorite internal communication tool like Slack or Microsoft Teams.

Manual mails are now a thing of the past. The cool thing is that the mails can be saved as templates and personalized with your branding.

E-mail templates for automatic notifications

But wait. That's not all that's possible with automations. For example, if the applicant forgets to enter his or her salary. You can simply give the Jira ticket the status "salary unknown" and the applicant will receive a notification and a request to provide their salary request. 

What kind of automatic notifications can be created:
  • Acknowledgement of receipt of the application
  • Answering open questions
  • Status dependent mails: received, rejected, open questions, invitations to interview etc.
  • Reminder / Follow Up Mails
  • Notification of the HR Manager if applications are not processed
Automatic change of responsibilities and the associated project in the event of a status change

Of course, the application process is only a small part of human resources. After that, there are usually onboardings, employee satisfaction surveys, offboardings, etc.

These processes can also be organized and digitized with the help of Jira. For example, the moment the applicant has successfully gone through the application process, a Jira ticket can be transferred to a separate project for onboardings and, if necessary, the responsible employee can be changed automatically. 

Since the Jira ticket is now in another project (onboarding), it or the new employee goes through further steps in the Human Resources process. Here, too, further automatisms can be configured in Jira to digitize certain process steps. 

Further possible automation and digitalization of the HR process:
Jira Authorization Management
Approval processes: Identity Access Management (IAM)

Not every employee needs the same permissions and shares in your company. New employees probably need access to the most important communication tools like Slack, email or CRM systems like HubSpot. For employees from HR or Marketing, on the other hand, it usually doesn't make sense to have clearance for software development tools. 

Or your company uses Jira for all projects and Confluence for documentation. Access restrictions can be added here as well. 

With the concrete automations, every stakeholder always knows which employee needs which approvals without you having to write even one email yourself. 

Want to learn more about Identity & Access Management? You can find out more about our IAM solution here. here.

Automatic time tracking with Jira and Tempo

Another essential tool in many companies is the recording of employees' working hours in order to draw conclusions about performance and identify potential for improvement. For this you can use the Jira plugin Tempo and establish an automated time tracking system in your company.

Further functions using the example of onboarding

As an HR Manager, you will of course have other tasks at the Onboarding to do. New employees often need a laptop and other equipment to work. That's why Jira Tickets can be customized to notify multiple departments when the status of the Jira Ticket changes.

In our example, a notification is sent to the IT department, which can then immediately start ordering the hardware and subsequently give their "OK" in the ticket and attach a proof of the hardware order. 

A similar procedure is possible in this case for authorization management. With a status change of Jira tickets, all involved stakeholders are automatically informed. As you can see, the possibilities for digitizing your human resources process with Jira or Jira Service Management are almost limitless and can be tailored specifically to your requirements.

Digitized Human Resource Process in Jira and Kanban Board

Map HR workflows in Jira

Of course, the above-mentioned procedures or processes do not just stand there in space, but are mapped in Jira (Service Management) as workflows, which can then be visualized in the form of a Kanban Board. 

This way you can always keep track of all active tickets and make sure you don't miss any new applicants or forget important steps in the further onboarding process. 

However, workflows in Jira offer even more advantages. For one, they can be configured in such a way that, for example, all necessary steps must always be processed before an applicant / employee moves on in the process. It would be conceivable, for example, that new employees may only receive their equipment after signing their contract, or that applicants should only be invited to an appointment in the office after a telephone screening. 

In addition, it is possible that a ticket status can only be changed (e.g. onboarding completed) if all involved agents or departments have processed the ticket. Of course, such dependencies can be configured flexibly and adapted to existing company processes and workflows.

Data protection and security in the human resources process

Personal data and security of IT systems continue to be among the most important topics for many companies in 2021.

Personal and private data (address, date of birth, bank details, etc.) is handled on a daily basis, especially in the personnel sector. These require special protection, must not be leaked under any circumstances and must follow certain legal regulations. 

With Jira (Service Management), for example, applicant data is automatically deleted within the legal obligation and are thus no longer visible to the company. However, Atlassian's software also offers important security precautions for the IT infrastructure for active employees. 

Due to the fact that projects in Jira can only be authorized persons, sensitive data can be protected from uninvolved persons in the company. 

DSGVO & GDPR compliance

Many companies receive applications directly through their own website and use Forms. With Jira, we use the so called "Jira" for this. issue collector to achieve the same result. The provided data are transmitted on the one hand via a provided SSL certificate On the other hand, the Jira Issue Collector is protected by an additional level (Encryption), which encrypts all sent emails. Furthermore, the Issue Collector no cookies or data collected for marketing purposes. This means that all collected data GDPR and GPDR in accordance with the data protection laws, stored and deleted.

To learn how to add the Jira Issue Collector to your website, check out our Guide.

Reporting & OKR

As an HR manager, you probably have to deal with reports and OKRs on a regular basis, present your results in regular meetings and conduct feedback sessions with employees. In any case, it's time-consuming and annoying to create manual reports. This is where the Tempo plugin comes in again. With it, you can automatically create performance reports at any time, e.g. to track which employee has worked on which tasks for how long. 

With the integrated notification function within Jira, you as an HR manager can then directly create feedback meetings and exchange information with the individual employees and, if necessary, jointly design a more efficient distribution of tasks.

Integrations and plugins: Job Portals, Microsoft Teams, Slack, HubSpot and own website

To simplify communication between all the people involved, it is possible to add integrations or plugins to Jira (Service Management). This allows an interface to the most commonly used communication tools such as Slack, Microsoft Teams or your email service to be set up.

Plugins for external tools

Slack for Jira

With Slack for Jira, you'll be notified directly when a new application comes in, for example. With the plugin you can additionally:

  • Send personalized notifications to you and your channels.
  • If you've connected a project to a Slack channel, a Jira bot will automatically preview tickets in Slack that you've been mentioned in.
  • / commands to manage and search Jira Issues in Slack.

Click here for the plugin:

Microsoft Teams for Jira

With the Microsoft Teams plugin, you can work on or manage your Jira tickets directly from the app, similar to the Slack integration:

  • Search for a project you would like to work on
  • Edit tickets directly in Slack

Click here for the plugin: 

Website integration and email notification

Jira can be easily integrated into your website via the so-called Issue Collector as already discussed above. This adds all new applications directly to a project in Jira Service Management. This way you always have all applications directly in one place and can manage and automate your human resource process with the previously created workflows. 

In addition, as explained above, an automatic notification will be sent to your email address for each application received. 

Another advantage of applications with the Issue Collector is that no accounts need to be created by applicants and only a few form questions need to be answered. In addition, interested parties can attach their CV, certificates or other proof directly to the application and upload them with the Issue Collector.

Integration of job portals and job exchanges

At XALT, we use a direct but innovative integration of various job portals in Jira Service Management. Among other things, we use the Jira REST API and translate job applications directly into a Jira ticket. 

With this, nothing stands in the way of posting jobs on the job platforms of your choice. 

HubSpot and other email automation tools

The flexibility of Jira (Service Management) also allows you to integrate other tools like Hubspot directly into your workflows. For example, with a simple email automation in Hubspot, you can forward applications directly to Jira and continue with your HR processes as usual. 


With Jira or Jira Service Management, you can easily digitize and automate your HR process without having to change systems. In addition, Jira offers a variety of integrations and plugins with which you can integrate your most frequently used communication tools. 

Embed Jira Issue Collector on website

Using the Jira Issue Collector as an application form on your website

Jira Service Management (also known as Jira Service Desk) is one of the most comprehensive and widely used ITSM tools. Whether it's internal requests to IT departments or external requests for help, Jira Service Management (JSM) not only gets your team involved immediately and directly, but the people making the requests also get immediate feedback. Such requests are usually created with the Issue Collector and or dedicated service desk portals.

A typical use case of JSM can be found in IT related areas in companies, e.g. when employees discover a software bug, they can directly raise a ticket via JSM, which can then be processed by the IT or development team. Working with Jira tickets is an essential component of successful, agile working methods and is indispensable in many modern tech companies today.

But it's not just tech companies that can use JSM for their processes and workflows, and they don't have to limit themselves to IT requests either. Jira Service Management offers almost endless possibilities to accelerate your business. In our blog post Fast and efficient application processes with Jira we already presented our solution on how to use JSM for applicant management. In this second part, we will show you how to not only receive applications via an email inbox linked to a Jira project which converts them into Jira tickets, but also how to use the issue collector to achieve the same result

What is an Issue Collector?

With a so called Issue Collector, a Jira feedback form can be embedded on your own websites. By clicking on the corresponding trigger - which has to be defined and can be a call-to-action, a button, an image etc. - this form can be opened and after filling it out, a Jira ticket (also called issue) can be easily created. The fields of the form can be customized and request essential information, e.g. the applicant's cover letter as a text field, their email address for notifications and communication, file attachments for resumes, job references, etc. 

Why does an issue collector make sense?

As explained in the first part of the blog series, an email inbox can be set up and linked to your Jira project fairly easily. All emails that are sent to the configured inbox automatically create a Jira issue that contains all the information and attachments from the email. However, the email inbox may not only receive relevant emails or applications, but also requests from external headhunters or marketing emails. These are then also created as issues in the JSM project and have to be filtered out, which can be cumbersome. 

In addition, you may want to invite your applicants to apply directly on the homepage and not use a cumbersome job portal or applications via email. With an issue collector triggered by a button click, the web layout is not disturbed and applicants are not redirected to other pages.

It's easiest to understand by looking at any Job on our career page: xalt.de/en/jobsIn our single job posts, you will quickly see what we are talking about. For example, scroll down on this page down until you see the button "Apply directly" and click on it. Don't worry, an application will not be sent to us immediately. After that, a popup will open which contains the Issue Collector of Jira Service Management.

And how do you set up the Issue Collector?

Step one: Creating the Issue Collector

  • Select the Jira project for which you want to enable ticket creation via the Issue Collector.
  • Navigate to the Project settings and scroll down until you see the Issue Collector field:
Jira Issue Collector
Jira menu
  • Once there, create a new Issue Collector. 

Step two: Setting everything up

  • In the next window the name and description of the issue collector can be added and set who should be the default reporter. In this case, the option "Attempt to match submitter email address" can be selected, if the email specified in the issue collector matches a user in their Jira instance, this person will automatically be set as the "reporter" of the ticket. 
  • If external users (e.g. applicants or anyone who doesn't already have an account in your Jira directory) should automatically be set as the reporters of the created ticket, groovy scripts and postfunctions have to be created, which will be explained in-depth in a future blog post. If this feature is already needed, feel free to contact us and we'll be happy to help you out.
Jira Issue Collector
  • Back to the Issue Collector: In this window the Trigger can be defined and a preview of the form can be viewed. 
  • To do this, first click on "Custom trigger".
Issue Collector Configuration in Jira
  • Now click on "Custom" under "Issue collector form". Here you can now define the fields of the application form.
  • For our example, we decided to use a simple application form. The field "Position" is the title of the ticket created, so that our HR manager knows immediately to which position the application is addressed.
Jira Issue collector preview
Preview: Jira Form
  • When you are done, save the Issue Collector and you will be taken to the next window.

Recruiting with Jira Service Management - Without external tools

Manage your applications directly in Jira. Automate and digitize your recruitment process.

Jira recruiting tool

How do I integrate the Issue Collector on websites (HTML or Javascript)?

Step Three: The HTML snippet

  • On this page you get the HTML-snippet, or Javascript needed for the embedding. Copy the code into the clipboard or into a text editor.
HTML Snippet for Jira Issue Collector
Jira Issue Collector
  • The next step is to define the custom trigger, i.e. how the issue collector can be opened by applicants. We settled for a simple call to action button, but any element on a website can be set as a trigger, e.g. also images or similar.

Step four: Embedding the Issue Collector on the website

  • For our job posts we use WordPress Elementorbut you can use any website builder as long as you can edit the HTML code of the page. If you do not have access, it is best to ask the people who manage your website for help.
  • First give the button an ID, for example "apply" as in the screenshot
Wordpress integration with HTML snippet
WordPress button
  • Then add a custom HTML widget to the page in which the previously copied HTML code from Jira is pasted.
Jira Issue Collector HTML Snippet in Elementor
HTML Widget Configuration in WordPress
  • Search in the code for "#myCustomTrigger" and replace this with the button ID, in this case "#apply".
  • Once the code is embedded, click "save" and the Issue Collector is ready to go

Step Five: Testing

  • The issue collector is embedded and can be opened by clicking on the call to action "Apply directly". To support the display for mobile devices only a small adjustment has to be made.
  • To do this, switch from the HTML widget's Content window to Advanced and navigate to the Custom CSS field.
Wordpress Button Modal
Linking the button to the pop-up modal in Elementor
  • Add the following code as shown in the screenshot, so that the issue collector window scales correctly on mobile devices as well

#atlwdg-container {
    width: calc(100vw - 40px);
    max-width: 810px;
@media (max-width: 480px) {
    #atlwdg-container {
        width: 100vw;


Bonus: Embedding on Confluence pages

Alternatively, you can use the Issue Collector directly on Confluence pages .

  • First insert the macro "HTML" by searching for HTML under "other macros". 
  • In the HTML macro, you'll only need to paste the code which you copied from the Issue Collector earlier.
  • To open the form with a simple button click, add the following code line directly below the Issue Collector script:
  • <input type=”button” style=”color:green” id=”myCustomTrigger” class=”button” value=”Klick mich” />
HTML Macro Confluence
HTML Macro in Confluence
  • After the Confluence page is updated, the following button appears, which opens the issue collector after a click. This way, a Jira ticket can be created directly in a Confluence page immediately and without detours. 

Summary & Outlook

Done! Now the application form is embedded in the form of a Jira issue collector on your website or Confluence and applicants can apply immediately with a Jira ticket. Of course, it is possible to use an issue collector for other purposes than applications. You could also add a button to certain Confluence pages or templates to create Jira tickets directly in meeting notes. Or you could add an issue collector to Confluence pages that you use for onboarding new team members, so they can easily give feedback or create support tickets. 

If you'd like to learn more about using Jira and Confluence to set up HR and Recruiting processes in an organization, feel free to check out our blog post.

If you need more detailed information, we would be happy to talk to you at any time, completely free of charge and without obligation. As an Atlassian Gold Solution Partner, we are also happy to advise you on further solutions. On our Atlassian Services page you can learn more about our approach and methodology.

Recruiting with Jira Service Management - Without external tools

Manage your applications directly in Jira. Automate and digitize your recruitment process.

Jira recruiting tool